Abstract

Background: Quality improvement in public service has becomea major concern in government institutions as an effortto provide the maximum public service. It is also a major concernfor government hospitals in Bengkulu Province.Objective: To analyzing the quality level of the service providedby three government hospitals namely RSUD M. Yunus,RS Jitra, and RS Dinas Kesehatan Tentara (DKT).Method: The study uses quantitative-positivistic approachwith sampling techniques performed by non probability samplethrough accidental sampling. This study uses analysis of theservice quality (Servqual) and the Importance-PerformanceAnalysis (IPA) through a survey of 300 respondents.Result and Discussion: Results showed the dimensions ofthe highest service priority level based on the ratings given byrespondents is the assurance. While at the lowest priority ofservice quality is different, there are differences in all threehospitals. If RSUD M. Yunus lowest on service quality of empathy,while RS Jitra and RS DKT lowest on physical appearance.Conclusion: The results of both analyzes using the Servqualand IPA are mutually reinforcing. The highest performance atRSUD M Yunus on the dimensions of assurance, RS Jitra onthe dimensions of reliability, and RS DKT on the dimensions oftangible. Recommendations for subsequent research is tocomplete a more in-depth analysis of this quantitative research,with mengesplorasi qualitative aspects of the reality of thequality of public services of government hospitals in BengkuluProvince. Continued research in this area is needed to determinethe readiness of Bengkulu Province in implementing thenational social security system in health to be held in January2014.Keywords: public service, government hospital, service quality,importance-performance analysis